難應付民眾發生頻次、情緒勞動、工作滿意與工作績效關聯模式之研究－以台南縣鄉鎮市公所為例

The Relationship among the occurring frequency of problematic public, emotional labor, job satisfaction and job performance－An example of the township administrations in Tainan County

張致敏(Chih-Min Chang)

指導教授 ： 劉春初

長榮大學/管理學院/高階管理碩士在職專班(EMBA)/碩士(2010年)

https://doi.org/10.6833/CJCU.2010.00048

摘要

各鄉鎮市區公所公務人員為提供國家行政服務的基層人員，係由國家賦與其職責辦理各項公眾業務，以為民服務為優先，並以提升行政效率為依歸。我國公務人員的角色近年來已由傳統的行政官僚轉變為公共服務的提供者，所以有時必需承受來自民眾的更高要求與公務執行求新求變的雙重壓力。基於上述，實有必要瞭解公務人員遇到難應付民眾的頻次是否會影響情緒勞動與服務品質，進而影響工作滿意以及工作績效。加上迄今尚無針對台南縣鄉鎮市公所公務人員在此類議題之研究，因此，本研究以台南縣31個鄉鎮市公所公務人員為研究對象，以情緒勞動前因後果模式為理論基礎，探討難應付民眾發生頻次、情緒勞動、工作滿意以及工作績效之間的關聯性。
本研究採用問卷調查方式進行實證，總共發出310份問卷，回收有效問卷303份，所得資料透過敘述性統計、因素分析、信度分析、效度分析、迴歸分析、獨立樣本t 考驗及變異數分析等統計方法，進行資料分析與驗證。經實證研究後，得到的主要結論如下：
1.難應付民眾發生頻次對情緒勞動有顯著正向影響。
2.情緒勞動對工作滿意有顯著正向影響。
3.情緒勞動對工作績效有顯著正向影響。
4.工作滿意對工作績效有顯著正向影響。
5.難應付民眾發生頻次對工作滿意沒有負向影響。
6.難應付民眾發生頻次對工作績效沒有負向影響。
7.難應付民眾發生頻次會透過情緒勞動的中介效果影響工作滿意。
8.難應付民眾發生頻次會透過情緒勞動的中介效果影響工作績效。
9.不同人口統計變項（性別、年齡、婚姻狀況、教育程度、服務年資與職務）對公務人員遇到難應付民眾頻次、情緒勞動、工作滿意及工作績效的認知具有顯著差異。
根據研究實證結果，本研究分別針對政府部門與後續研究者提出幾項可行的建議以供參酌。

關鍵字

難應付民眾 ； 情緒勞動 ； 工作滿意 ； 工作績效

並列摘要

In order to provide national administration service, the officials of township administrations are given the duty to deal with all kinds of the general public affairs, serving public as their first priority and focusing on improving the administrative efficiency. The role-playing of our officials has been changing from bureaucrat into the provider of serving public, therefore they must face pressure from the higher demands of the general public towards improvement of administration ability and efficiency. Based on above mentioned, it is necessary to realize if the occurring frequency of officials facing problematic public affect their emotion management and working quality, and furthermore affect job satisfaction and job performance. There is no such similar research towards officials of township administrations in Tainan county,hence, this research is targeting on those officials of 31 township administrations in Tainan county, using the theory of emotional labor’s cause and effect as base to explore the relationship among the occurring frequency of problematic public, emotional labor, job satisfaction and job performance .
This study confirms the theory by means of questionnaire, with 310 questionnaires in total, 303 of 310 are valid and available. We collected these information to explain the relationship between structure and variables by describable statistic analysis, factor analysis, validity analysis, reliability analysis, regression analysis, t-test and one way ANOVA, this research conducted data analysis and made verifications upon hypotheses. Main conclusions gained from empirical research were:

1.The occurring frequency of problematic public have significant, potivie influence on emotional labor.
2.Emotional labor has significant, positive influence on job satisfaction.
3.Emotional labor has significant, positive influence on job performance.
4.Job satisfaction has significant, positive influence on job performance.
5.The occurring frequency of problematic public have no negative influence on job satisfaction.
6.The occurring frequency of problematic public have no negative influence on job performance.
7.The occurring frequency of problematic public would make impact on job satisfaction through mediating effect of emotional labor.
8.The occurring frequency of problematic public would make impact on job performance through mediating effect of emotional labor.
9.Different demographical items（such as sex, age, marriage condition, educational level, public service seniority and position）show that there are significant differences on the realizations of officials facing problematic public occurring frequency, emotional labor, job satisfaction and job performance.

Based on the results of this study, suggestions were given as a reference for government departments and further research plans.

並列關鍵字

problematic public ； emotional labor ； job satisfaction ； job performance

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